Manager, Customer Success

• Work closely with Customer Success functional leadership to drive prospecting strategies and AT RISK Management and Renewal Management
• Coach & Mentor teams in performing their duties effectively.
• Lead and Manage Customer Success teams and provide them guidance & mentorship.
• Develop & implement strategic plans for Customer Success in alignment with overall business objective.
• Identify of Process improvements and bringing efficiency
• Act as strong advocate for customers and ensure that their needs & concerns are addressed effectively.
• Monitor team performance and take corrective actions.
• Implement career development and growth opportunities for team members.
• Hire Talent according to needs & groom them to succeed.

Goals:

• Retained Revenue
• 95% Case Resolution should be resolved with-in 30days
• Improve on First Contact Resolution time
• Adherence & Measure internal SLA and Quality Audit
• Keep attrition below 15%
• Accurate forecast for each quarter that is within 5% of the GRR, RRR
• Work toward renewals and achieve or exceed plan of 92.5% GRR and 96% ARR

Requirements:

• Bachelors Degree, preferably in business or a related field.
• 10-13 years of overall industry experience, including 7+ years in Customer Success, Account Management, and Renewals.
• Proven experience managing Customer Success teams of approximately 10 members directly.
• 5+ years of experience in managerial roles.
• Experience working in large-scale organizations with diverse teams and processes.
• Excellent analytical, critical thinking, problem-solving, interpersonal, and relationship-building skills.
• High attention to detail with working knowledge of reporting and analytics solutions.
• Strong knowledge and experience in CSA (Customer Success Associate) activities.
• High level of agility and ability to manage change effectively.
• Demonstrable ability to communicate, present, and influence credibly and effectively at all organizational levels, including executive stakeholders.
• Experience improving customer experience and driving increased retention and growth.
• Proven track record of managing and leading Customer Success teams while dealing with global clients.
• Expertise in team building, coaching, and developing talent within Customer Success.
• Strong leadership and team management skills.
• Experience managing large volumes of uncovered or low-touch customers is desirable.
• Proficiency with Salesforce: The Customer Company or experience with any CRM tool.
• Experience working in a software company, particularly in renewals, retention, or customer success departments.
• Hands-on experience in resolution and escalation management.

Qualifications

• Bachelors Degree, preferably in business or a related field.
• 10-13 years of overall industry experience, including 7+ years in Customer Success, Account Management, and Renewals.
• Proven experience managing Customer Success teams of approximately 10 members directly.
• 5+ years of experience in managerial roles.
• Experience working in large-scale organizations with diverse teams and processes.
• Excellent analytical, critical thinking, problem-solving, interpersonal, and relationship-building skills.